Senior Director – Workforce Management

Role Overview

• Define and own the global WFM vision, strategy, and multi-year roadmap
• Position Workforce Management as a core driver of operational and financial performance, not a support function
• Partner with executive leadership to align WFM strategy with business growth, client acquisition, and margin targets
• Lead enterprise-wide transformation initiatives, including automation, digitization, and advanced analytics adoption
• Establish and enforce a globally standardized WFM operating model across all regions and accounts
• Drive governance frameworks, SOPs, and performance standards to ensure consistency, scalability, and compliance
• Optimize centralized vs. site-based WFM structures to balance efficiency and client responsiveness
• Implement best-in-class planning methodologies across forecasting, scheduling, and real-time execution
• Act as the primary WFM authority for senior leadership, clients, and strategic accounts
• Influence client strategies by integrating WFM into commercial discussions, RFPs, and solution design
• Provide data-driven insights and recommendations that shape operational and financial decisions
• Strengthen WFM’s position as a trusted advisor to Operations, rather than a reactive support function
• Own enterprise WFM performance metrics including: Forecast accuracy, Schedule efficiency, Service level attainment, Resource utilization, Cost optimization
• Drive advanced analytics and predictive modeling to improve planning precision and decision-making
• Lead continuous improvement initiatives leveraging Lean / Six Sigma methodologies
• Ensure rigorous quality assurance of WFM outputs and deliverables
• Build and lead a high-performing global WFM organization, including senior managers and functional leads
• Define and institutionalize WFM competency frameworks and career paths
• Drive leadership development, succession planning, and bench strength across regions
• Coach and influence Operations and Business Leaders on WFM best practices and accountability
• Lead strategic hiring and organizational design to support scalability and future growth

Requirements

• 12–15+ years of progressive experience in Workforce Management, Operations, or related fields
• 8+ years in senior leadership roles with enterprise or multi-region scope
• Proven experience leading global or multi-site WFM organizations in BPO/contact center environments
• Demonstrated success in WFM transformation, centralization, and global standardization initiatives
• Experience supporting large-scale, multi-client, high-growth operations
• Bachelor’s degree is preferred
• MBA or advanced degree preferred
• Strong preference for backgrounds in: Industrial Engineering, Business Analytics, Statistics / Mathematics, Economics / Operations Management
• Deep expertise in contact center operations and workforce optimization
• Advanced knowledge of: Forecasting methodologies, Capacity planning models, Scheduling optimization techniques, Erlang / traffic modeling
• Proficiency in WFM platforms such as: Verint, NICE, Aspect / IEX, Genesys, Avaya, AWS, and others

Tech Stack

• AWS
• Erlang

Benefits

• PH Night Shifts